Complaints Data

Prudential is a leading life and pension provider with over 7 million policyholders in the UK.

We are focused on building strong, long-term relationships with all our customers and the quality of service we provide, including the way in which we handle complaints, is very important to us. While we believe that our current complaint handling process is robust, we appreciate that improvements can be made. That is why we continually work hard to resolve all complaints in a fair and timely manner.

Detailed below are the number of complaints we received and completed from July to December 2013.

Firm Name: Prudential Assurance Company Ltd
Other firms included in this report: Prudential Annuities Ltd, Prudential Holborn Life Ltd, Prudential Retirement Income Ltd, Prudential Pensions Ltd, Prudential Lifetime Mortgages Ltd, Prudential Distribution Ltd, Prudential Financial Planning Ltd.
Period covered in this report: 1 July 2013 - 31 December 2013
Brands/trading names covered: Prudential UK

Number of complaints opened
Number of complaints closed
Complaints closed within 8 weeks (%)
Closed complaints upheld by firm (%)
Banking 2 3 66.7% 0.0%
Home Finance 48 52 96.2% 30.8%
General insurance and pure protection 319 367 90.7% 13.9%
Decumulation, life and pensions 6,391 6,717 96.5% 43.6%
Investments 774 794 95.8% 57.1%

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